What exactly is the process right now?
For example, sometimes some of my colleagues open a support ticket and is being looked into (like other usual NAM ticket or AppMon ticket do) while sometimes my ticket would immediately get a reply like this:
So I am not quite sure why sometimes I get this while sometimes I didn't. Also, I've use in-product Chat functionality before but didn't get back any reply. So I would like to sure that in-product chat is something like these?
For Dynatrace SaaS/Managed, your primary option should be the in-product chat. If the issue requires Support and dev help, the Dynatrace ONE specialist will create a ticket for you.
Of course Dynatrace forums are always here for you! 🙂 If your question or issue doesn't require sharing sensitive information, you can post it in the Dynatrace Open Q&A to get answers from other product experts. There's always a high chance that someone has already encountered a similar problem or just knows the answer based on the experience with the product.
Have a great weekend!